Ответ от Melissa:
In my years of hosting on Airbnb, I had never encountered guests like Frank and Barry. We've never had our guests not communicate with us during their stay, or have any bad reviews. Our listing states that we are in the core of downtown Toronto, a lively neighbourhood, and has all the bars, restaurants, microbreweries, water activity rentals, etc. We do not live in a neighbourhood filled with quiet streets or lawns as we live downtown of the largest city in Canada. Our listing states that there are no A/C available in the unit, but we leave a fan inside for our guests to use in case they would like to close the windows. The dog pee they had mentioned is actually dried paint that had been on the trim of our bedroom floor - we are not great painters. These two men had arrived into Toronto on a day where it was raining, and we actually had a severe thunderstorm warning of a possible Tornado touchdown. The windows were left open for them and living here in this apartment, we know the smell of rainfall can be muggy in Toronto. Other then those facts, these two people do not understand the Airbnb community where they are renting from actual people and living in their actual homes. Rearranging our furniture during their stay so that we would have to put them back afterwards, and leaving garbage all over the floor even though we had garbage/recycling cans and left over take out orders in our fridge even though we said we will be out of town. These are not worthy of a mention in their review as I did not mind, and had even mentioned they were great communicators (prior to knowing of their offensive private feedback) because Frank had messaged me to ask for the recommendations, if they can have the key instructions early, told me they checked in, and said thank you. There were no communication of concerns, or questions during their stay so as a host, you believe everything is going well. If Frank and Barry had address any concern with us, we would gladly assist in any way possible as we always want our guests to be comfortable in our place. Barry is the one who left the comments, and private feedbacks so let's say I am glad we were not communicating prior to their stay or else I would never had rented our place to them - their language is offensive and shameful. The public review is their toned down language as reading their private feedback has been a struggle. The derogatory language used was hateful.
We list our place at a lower price during peak season so that people around the world can still enjoy their visit to Toronto inexpensively as we believe this city is truly a gem. We thoroughly clean our place prior handing over our personal keys to our guests because we know when we visit somewhere, we would expect a clean place as well.